Genesis Service Nightmare

[speakthetruth]

thanks kaberle..someone with a clue.

 

[ctrcbob]

I've had very good luck with Orlando Hyundai (Orlando) and Chapman Hyundai in Phoenix. The techs at both dealers who worked on my car told me that they went to a Hyundai school, just for the Genesis.

 

[ImInPA]

It really does depend on the dealerships. There are good and bad in every brand. Until my local dealers get a clue, I will not be driving a Hyundai. It was the sales experience that push me away from a Genesis for now. I can only imagine what the service experience may have been. Today it is all about customer service. I have a buddy that buys SAAbs. For twenty years that is all he has bought. He has lots of problems with his Saabs too. The dealer treats him good and resolves his issues. So, even though he knows before hand he is going to have issues, he has confidence that the dealer will make it right. In his case, it is the dealer that has generated the loyalty.

 

[BATTCHIEF]

Update --- After reviewing some of the comments and suggestions I decided to call Hyundai's customer service number and tell them what had happened. After every service visit I have always received a follow-up call and brief survey. After this incident I had not been called by either dealership. I disagree with those who have stated that this is not Hyundai's problem but rather is just the dealer's problem. This was not one failure by one tech, both dealerships blew this one. Hyundai's responsibility is to ensure that their service departments are staffed with competent techs and that they are meeting the standards as set by Hyundai and the automotive industry. Hyundai also has a responsibility to make sure that their dealers are making an appropriate effort to resolve disputes regarding both sales and service. The good news is that Hyundai customer service has been very responsive to my complaint and expressed genuine concern over the failures of both service departments. I received a call from the service manager of the second dealership within hours of making the call to customer service. He has asked me to bring the car back in again and let them assess what needs to be done to clean the engine compartment and get the smell out of the interior. I intend to give him that opportunity. Apparently the service writer and shop foreman told the service manager that the tech had just "spilled a little oil on the engine" rather than the more accurate description of a completely soaked engine, hood insulation, firewall, belts and wiring harnesses. I guess they wanted to minimize the retribution for everyone involved. He is now fully aware and very apologetic. As for the dealership that would not perform the service and sent me back to their sister dealership, the GM has known about this incident since the day it happened and I have still not been contacted by any representative of this dealership. It amazes me that they would put future business at risk over the cost of a tire rotation. Even this could have been resolved with a phone call from one service manager to another. Needless to say I will not return to the McKinney dealership for service or sales. We will see over the next few months whether the service improves at the Plano dealership. Whenever there is a large disaster I am often deployed for weeks at a time, leaving my wife to fend for herself when it comes to her car. The Hyundai pre-paid maintenance made sense for this reason alone but if the program is not understood by the service writers, with some dealers accepting and the others not, it will have been a very expensive and disappointing mistake. Regardless of outcome, my wife has asked me to take the Genesis as my vehicle and trade-in the 2007 Santa Fe on a BMW for her. To say that she has no confidence in Hyundai service would be an understatement. For those who think this is a winning situation for me, you are only partially correct. I get to pay for the BMW.

 

[BATTCHIEF]

The service manager at The Plano dealership took personal charge of getting the car right. They detailed the engine compartment and the interior, replaced the HEPA filter and gave me a loaner for the day. The car no longer has even the faintest hint of oil smell and looks showroom new. I will give Hyundai Customer service a call tomorrow for a positive report.

 

[warp08]

Glad to see they've stepped up to the plate to make things right for you. This must have been a very frustrating experience, one that will not be repeated. Here's hoping!

 

[ImInPA]

The service manager at The Plano dealership took personal charge of getting the car right. They detailed the engine compartment and the interior, replaced the HEPA filter and gave me a loaner for the day. The car no longer has even the faintest hint of oil smell and looks showroom new. I will give Hyundai Customer service a call tomorrow for a positive report.

Glad to see you got the treatment you deserved. Hyundai is going through some growing pains as they move into this new market. I have no doubt that your call to Hyundai corporate had something to do with the remedy.

 

[realpix]

Everyone makes a mistakes, but, remember, it can always be worse (see photo).

Was there a removal fee for the retrieval of the forceps?

 

[realpix]

The service manager at The Plano dealership took personal charge of getting the car right. They detailed the engine compartment and the interior, replaced the HEPA filter and gave me a loaner for the day. The car no longer has even the faintest hint of oil smell and looks showroom new. I will give Hyundai Customer service a call tomorrow for a positive report.

Great! Exactly as it should be - just thank goodness you're not a Caddy owner looking for warranty work that is "guaranteed" by the gov't!